Consumer Care Representative

Functional Capabilities:

• Consumer Complaint Handling and Resolution
• Customer Service and Communication
• Quality Incident Investigation Support
• Complaint Trend Analysis and Reporting
• Quality Data Capture and Case Management
• Stakeholder Coordination (Internal and External)
• CRM System Proficiency
• Regulatory and Brand Compliance
• Product Knowledge and Quality Insight
• Documentation and Record Management

All Applications must the below document attached:

• Updated CV
• Highest Qualification
• Internal Application Form

Only applications with a signed Internal Application Form will be considered.

The advert has minimum requirements listed. Management reserves the right to use additional or relevant information as criteria for short-listing.

Key Outcomes:

Consumer Complaint Management

• Serve as the first point of contact for all incoming consumer complaints and queries via phone, email, digital platforms, or external agencies.
• Log complaints accurately into consumer care or quality systems and assign case numbers for traceability.
• Acknowledge receipt, keep consumers informed, and close cases with appropriate resolution and tone.

Investigation and Resolution Support

• Coordinate with Quality, Manufacturing, and Supply Chain teams to obtain product samples, investigate root causes, and provide factual responses.
• Facilitate retrieval and delivery of suspect products for evaluation by internal labs or quality teams.
• Support plant teams by providing relevant market complaint data and consumer insights.

Consumer Engagement and Brand Experience

• Represent the Coca-Cola brand with empathy, professionalism, and responsiveness in all consumer interactions.
• Resolve issues in line with corporate quality standards, brand tone, and consumer satisfaction principles.
• Escalate sensitive or high-risk cases (e.g., foreign object, health concerns, social media threats) to the Trade Quality Specialist and relevant departments.

Documentation and Record Keeping

• Ensure that all complaint cases are properly logged, tracked, updated, and closed in the system with clear supporting documentation.
• Maintain accurate complaint records for internal audits, reporting, and continuous improvement.

Data Reporting and Insights

• Monitor complaint trends and prepare weekly and monthly reports for internal stakeholders.
• Highlight recurring or critical issues and contribute to data-driven quality improvements.
• Participate in complaint root cause analysis sessions and CAPA follow-ups.

Cross-Functional Support

• Liaise with Customer Service, and Logistics to support consumer promotions, product recalls, or distribution challenges.
• Assist in consumer engagement campaigns or education initiatives to enhance understanding of product quality.
• Provide feedback to the Trade Quality Lead and manufacturing teams to prevent reoccurrence of product issues.

KBI:

• First Response Time to Consumer Complaints
• Complaint Case Closure Time
• Consumer Satisfaction Score (Post-Complaint)
• Repeat Complaints Rate
• Accuracy and Completeness of Complaint Records
• Monthly Complaint Volume and Categorization
• % Product Retrieval
• Success Rate for Quality Analysis

Education:

• Diploma or Bachelor’s Degree in Consumer Science, Quality Management, Food Technology, Communications, or related field
• Certification in Customer Service or Complaint Handling (advantageous)

Experience:

• Minimum 2–3 years of experience in a customer service, call center, or consumer care role, preferably within the FMCG, food & beverage, or retail sectors
• Prior experience with complaint logging systems and working with cross-functional teams for resolution

Skills:

• Proficiency in CRM systems, SAP, or quality complaint platforms
• Excellent written and verbal communication skills
• Strong interpersonal and customer-facing capabilities
• Basic understanding of food safety and beverage manufacturing processes
• Data entry, reporting, and analysis skills using Excel, dashboards, or similar tools
• Attention to detail, empathy, and the ability to manage sensitive situations